Sure Lock & Key
reviews and complaints

The guy who came to fix our lock straight up lied to us. He did stuff we didn't even ask for, and then had the nerve to charge us $250 instead of the promised $100. And to top it off, he wrecked our mailbox in the process. We've been trying for days to get some of our money back, and even though they said they would, the management is being super careless and we still haven't seen a dime. Seriously, stay away from this service.

She was really bad. She said she wouldn't be late, but she arrived 45 minutes late, and our groceries melted. She didn't answer the phone when I called to find out what happened. We got locked out of the house because the key broke off in the lock. She took out a tool and messed around, but even I knew it needed to be drilled out. Then she said it would cost extra to drill it out. She was there for about 20 minutes. She charged $369 just to unlock the door. Then, when I said I had to go inside and get the money, things got scary. She insisted on being paid right away and wouldn't come inside to sit down, which felt threatening. I told her I would go inside, or she wouldn't get her money. Don't use these people. We called someone else to replace the lock, and they were great.

Sure Lock & Key LLC charged me $430 instead of the $250 they initially quoted me. They had all the details about my car, including the make, model, and key type, before they arrived. At first, they seemed cooperative, but things changed when I called to explain my situation. I was stuck at a gas station for 15 minutes because my car wouldn't start, making me late for work. Additionally, the car wouldn't unlock, so I had to keep trying to unlock it by pressing the panic button for 5 minutes, repeating the process over and over again just to start the car. The first supervisor I spoke to was helpful and promised assistance. However, this morning, Ms. M (who refused to provide her customer ID number) dismissed my concerns. Now, I'm hesitant to travel long distances because I don't know if my car will get stuck again. On the days when the car doesn't unlock, I've had to rely on Uber, which is quite frustrating. I really want a refund!

Terrible experience with Sure Lock & Key LLC, and boy did I avoid a disaster. "Tom" arrived and wanted to drill out a pricey Kwikset lock and replace it for a whopping 400.00! The call center told me it would be a 29.99 trip charge and they would give me a quote after assessing the situation. But then he said the visit would cost me 89.00! That was my first warning sign! I decided to reach out to another local provider (not some shady call center with a scammy phone number like these folks). The locksmith asked which company he was from, and he lied and said ***, then he refused to show me his locksmith license. He warned me to run away fast from this con artist, as there was no need to destroy the lock with a drill. The new locksmith arrived promptly, replaced my lock by using a pinhole camera, made a new key, and had me back in my house in under 15 minutes, all for just 125.00! Hooray for me! Don't trust these clowns, they outsource all their work and clearly don't screen their providers, so you might end up with any old fool showing up in their beat-up car with missing hubcaps.

This company fraudently took $500.00 from my credit card. When I questioned them, they said they would return it, but they haven't.

My front door lock needed fixing. Sure Lock came and fixed it. The service call cost $95. He cleaned the lock and it cost $350.00. The hourly fee was $145.00. With tax, it came to $627.47, which I think was too much. When the work was done, the serviceman told me it would have been cheaper to get a new lock. I think it was unprofessional of him to not give me that option before. He only mentioned it after the work was done. I had witnesses who heard him say that after he fixed the old lock. Basically, he just cleaned it for $350.00. I felt like I was ripped off and someone suggested I contact the ComplaintsBoard.com.

On 5/20/22, my car key broke. I searched for locksmiths and contacted this company at their *** spot. I handed over $297 for a fresh car key. But after a few weeks, the buttons on the car key stopped working. Now, I can't use them to unlock my car anymore. I have to manually unlock the door, which sets off the alarm. I called on a Saturday later and was told that the technician had some family issues and couldn't call me until Friday. But when Friday came and went, I called again. They said he was too busy and would call me on Sunday. However, Sunday also passed without any contact. So, I decided to reach out to the *** location, thinking there might be a problem at ***. They informed me that my technician was now on vacation and that a different technician would call and come on Friday. But I never received such a call. They even hinted that I might be charged again, even though I am still waiting for the original service that I ALREADY paid $297 for.

On July 27th, I called Sure Lock & Key to unlock my 2007 ***. The receptionist on the phone said they would arrive in about 15 minutes and quoted me a starting price of $29 for coming out and $35 for the job itself. The technician, Paul, called me again and said he was on his way from *** and would take around 20 minutes to get to me. However, he actually arrived in just 7 minutes. Instead of immediately starting the job, he started a conversation that I wasn't interested in. I redirected him back to why he was here and watched as he unlocked my car, which took about 10 minutes. I had 5 witnesses with me who can confirm this. After opening my car, he went back to his vehicle and didn't come out for another 10 minutes. Finally, he came out and told me my bill would be $249.91. I was very confused and asked him why it was so high, but he couldn't give me a clear answer. He seemed nervous and even asked me for a tip, which I politely declined since I'm a broke college student. He left, and the next day I called to dispute the charge. They told me to send an email, but after 72 hours with no response, I called again and asked to speak to a manager. The manager called me back the next day while I was at work and left a message saying I was charged the wrong price and would receive a refund of $100. This is still too much in my opinion. It's been almost two months, and I still haven't received the refund. When I called recently to inquire about it, they claimed to have no knowledge of my complaint, which made me very angry. At this point, I want a full refund and I won't give up until I get it. I'm prepared to take legal action if necessary.

I got service from this company on May 24th, 2022. They replaced and programmed my car key. The dispatch told me that if I went to their office, they would charge me between $70-175. When I got there, the technician gave me a different price that I didn't agree to or authorize. He also took apart my original key, which was temporarily held together with glue. After leaving the office, I saw an unauthorized charge on my card. The next morning, my key stopped working and didn't respond. I called the company and they told me to message customer service, but I didn't get a response. When I called again, the technician I first met called me back but refused to come and fix the key without me paying his service fee, which I didn't want to do. On July 28th, 2022, I called again and the technician asked if I would pay the service fee. I said no, and he hung up without trying to help. He didn't make an appointment to come back and fix it like I asked. On August 1st, 2022, I spoke to two dispatchers named Zoe and Walter over the phone. They hung up on me and blocked my number. I had my coworker call, and Walter answered. When I told him how unprofessional they were and how upset I was, he hung up and blocked my coworker's number. The next morning, I decided to report this company to the ComplaintsBoard.com and the Attorney General. They finally responded to my email, but it was just empty promises of fixing the issue. It's now August 4th, 2022, and the technician they said they would send still hasn't shown up to fix the key. I just want all consumers to know about Sure Lock Key LLC.

We had such a bad experience with this company. We bought a new house and needed locks changed on 3 doors. I asked the tech for an estimate before he started the job, and he said the first two doors would be $150 each and he had to check the price of the third. The first two locks were installed really bad (they are really hard to lock/unlock, to a point that they wouldn’t be safe in an emergency if we needed to get out quickly). When he took off the existing lock from the third door, he broke it, then realized he didn’t have anything that would fit, so he just left a hole in my front door and said he would go look for a lock. In the meantime, he charged me $1050 for the first two doors! When I expressed surprise at the change in price he said he hadn’t included labor and fees when he quoted me $150 each. He then left and five days later still hadn’t called me back or fixed the front door. I’ve had to hire another locksmith and spend more money to redo his work. In the meantime, my house has been unsecured for a week which is not acceptable. Customer service is also terrible - dispatch won't let you speak with a manager no matter what. I asked for a full refund and they want me to accept a partial refund but won't tell me the amount they are offering me. I asked to return the locks since I was told one price and then charged more than three times that, they said they don’t accept returns no matter what. Dispatch called me yesterday to tell me a manager would call me at a specific time today to discuss this situation. No one called me, and when I called dispatch back they said I can't talk to a manager and they don’t know why I was told that I could. Very dishonest company and I am thinking about calling my credit card company to dispute the charges completely. The locks we got barely work, my front door was broken with no compensation, and we were charged more than three times the price I was quoted.